Mobile Sales, a mobile CRM solution.

Abstract

The users of today live and work in a ubiquitous environment (an environment surrounded by computers) and this implies that mobile technology is ever present. But there are unfortunately still problems with mobile systems. We have asked the question “How can the usage of mobile technology be improved in a ubiquitous environment?” in order to examine the areas of improvement that exists in ubiquitous environments. The purpose of our study is to find out how the usage of mobile technology can be improved. In doing so we will propose changes both on a workflow level and on a technical level, that will better support a mobile sales force. The research has been founded on a case study of Mölnlycke Health Care. In this study we have used methodological triangulation which, in this case, consists of semi-structured interviews, observations and a questionnaire. This helped us to understand the intended use of the system, the actual use of the system and the preferred use of the system. There are several ways to improve the usage of mobile technology in a ubiquitous environment. This is done by adding more interaction points, remove bindings, have both technology push and need pull, avoid or simplify cross-media transitions, encourage private use of mobile devices, avoid similarities with other non related applications and when it comes to trust the most important factor is structural assurances.